As Apex Waste scaled across eight divisions, maintaining consistent call quality became increasingly difficult. Each division operated semi-independently, with supervisors manually reviewing calls and no unified way to compare agent or division performance.
Leadership couldn’t answer basic questions like which division is dragging down scores, how are agents trending, what happens to quality when operations change? Without a centralized system, coaching was driven by instinct rather than insight, and there was no way to measure whether improvement efforts were actually working.
Manual reviews were time consuming and made it easy to overlook key trends or patterns across interactions. TripleTen needed a more structured, customizable solution, one that would save time, reduce ambiguity, and surface the insights needed to drive continuous improvement.
Apex Waste turned to Insight7 to bring structure and speed to their call evaluation process. The platform provided several capabilities that directly addressed their challenges:
Automated Call Scoring: Insight7’s AI scores every call against Apex’s custom rubric across four key performance areas, eliminating manual review.
Company-Wide Dashboard: A single homepage view shows aggregate trends across all divisions, which is the most-viewed feature among leadership.
Division-to-Agent Drill-Down: Users navigate from company-wide data into individual divisions, then to specific agents and individual calls, mirroring how leadership thinks about performance.
Trend Analysis: Weeks of accumulated data let Apex track inflection points and correlate them with real events like acquisitions and operational issues.
Coaching-Ready Scorecards: Each agent’s scorecard includes performance breakdowns, transcripts, and caller details, everything a supervisor needs to coach with precision.
Real-World Validation: When Apex doubled its Denver operation mid-December, the resulting quality dip appeared in the trend data immediately, building deep trust in the platform among supervisors and leadership.
Supervisor Empowerment: Supervisors now sit down with agents, walk through pre-analyzed scorecards, and deliver targeted feedback in minutes. The work is already done.
Growing Interest: Success in the call centers has the sales organization watching closely, with plans to expand the platform’s reach.
With Insight7, Apex Waste has shifted from subjective call reviews to data-driven performance management. The Q1 campaign will serve as proof that focused training guided by Insight7’s data can measurably move the needle. The company is also exploring Insight7’s AI Coaching capabilities for customer service training and leadership development. What started as a need to evaluate calls at scale has become a company-wide performance transformation.
